Swell is a place where investing meets technology, where business meets idealism. Thoughtful, smart, responsive customer support needs to be a critical part of the Swell brand and we’re looking for the best in the business.
Who We're Looking For:

As a Customer Support Specialist on the Investor Relations team, you will influence the company's continued success, and represent Swell to its customers by solving issues for our customer base. You will also work to ensure that we are providing consistently outstanding support to Swell users (subscribers, potential investors, and investors) and seeking to proactively engage where possible.
Once here, you will:

• Become an expert on Swell and help both customers and coworkers succeed via knowledge sharing and identifying creative solutions to unique workflow needs
• Develop a nuanced, in-depth understanding of our business and our philosophy so that you can answer tens of support inquiries on a daily basis
• Provide an impeccable level of customer service in the form of e-mail and phone communication to exceed investor expectations
• Build the evolution of Swell’s investor experience, streamlining processes, improving inefficiencies, and developing a culture of delight that users will associate with the Swell brand
• Prioritize issues as a real-time point of contact and provide high-level responses in an efficient manner
• Be creative about where and how we can improve the investor experience
• Help shape Swell’s investor engagement strategy
• Troubleshoot and submit bugs to our developers and act as the primary driver from bug ticket creation through resolution
• Champion customer needs internally by providing feedback and escalating cases, ensuring that they receive the attention they deserve
• Spot patterns and bring insights to the product, design, and engineering teams

Requirements:

• 2-5 years of customer support experience
• Previous experience in startups/tech/SaaS is strongly desired
• Excellent people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types
• Strong communicator both written and verbally; able to read your audience and tweak your communication style accordingly
• A clear view on what constitutes top-tier customer support and capable of executing on that view
• Ability to troubleshoot complex technical issues, using the power of deduction to get to the solution

Ideal candidate:

• Proactive about pleasing your customers; obsessed with making sure needs are met
• A natural multi-tasker who can remain unfazed by a fast-paced environment and high-volume work
• Meticulous and vigilant, with a high level of attention to detail
• A savvy, tactful, and graceful communicator — you intuitively find the right tone in every situation
• Creative and enthusiastic about finding ways to make people feel happy and recognized
• Have previous work experience in a consumer-facing business
  
• Bonus

: you’ve worked in financial services and have a certain degree of financial literacy and savviness, allowing you to translate complex technical, business, and investment requirements into user-friendly terms